I've been reading with great interest some of the comments on one of the larger modeling forums, in which a modeler goes to a few hobby shops, asks for a particular kit, and gets different answers to the same question. The groundwork:
The kit in question is the Airfix 1/48 scale Spitfire XII, which is only now starting to hit the sunny shores of the U.S.--apparently, they've been available in the UK for a few months. Several have been built and photos posted around the modeling sites. But the fact remains that it is only now becoming available on our side of the pond.
One shop told the person that he couldn't possibly want the Airfix kit, as all Airfix kits are "crappy". They also didn't make an attempt to order said kit for him.
Another shop told him they didn't carry Airfix because the distributors didn't carry Airfix.
The third shop promised to order one for him.
Let's break this down. First, I can tell you from experience that it has been quite a wait for these kits--I've been trying to order them for our stores for a month or so. It appears that they've finally started to come in at the distributors, so I'm hoping that they'll be able to fill the orders. Why is this an anticipated kit? Nobody else does a mainstream kit of Spitfire XII in 1/48 scale. There are a couple of conversion kits, but no full-blown, everything included kits. Until now, that is.
So, from the modeler's standpoint--he comes into the store looking for a particular kit. This should have been a clue to the personnel at Shop #1. He knows what he wants. You don't know him, you don't know what he builds, you don't know what he's capable of doing. Apparently, you haven't even tried to get to know him, since you basically told him "Tough Darts, Farmer Brown." Do you ever think you'll see this guy again? Probably not. And, were it the loss of just one sale, it might not be a big deal. But, since you decided you didn't want to try and win his business, you didn't bother to find out that perhaps this gentleman spends a bit on his hobby. I don't know whether he does or not, either, since he doesn't live near our shops--but in the retail game, you assume the guy spends millions every year, and you do your best to get at least part of that.
Also, for a shop to dismiss all kits from a particular manufacturer as "crappy" is ignorant. Every manufacturer--well, save maybe two--have great kits, so-so kits, and kits that were either best not made or date back to the Truman administration. Sure, Airfix has some dogs in their line, but for each dog they have a nice kit. It shows that the shop personnel are not aware of the fact that this kit is one of Airfix's latest and greatest.
Shop #2 committed one of the biggest sins in the hobby business--they lied. See, back in the day, you might have been able to get away by telling a customer that you can't get it since your distributors don't carry it--most customers didn't have the foggiest notion of who the distributors were. But in this day and age, the Internet is the great equalizer--a customer can tap a few keys and get an answer almost immediately. Now, there are truly some things that we don't carry because the main distributors we use don't carry it--usually, these products are aftermarket bits 'n' bobs that cater to a small protion of the market. In order to get stock on some products, we'd have to open an account, usually with the manufacturer, and place what is sometimes a rather large stocking order. If we had three or four customers a week asking us for one of these products, we'd look into getting set up with them. But Airfix kits are widely available--I can think of at least four distributors that we deal with that carries Airfix kits.
The last shop seems to know what they're doing. But they need to be sure to follow up--order the kit, and then contact the guy when it arrives. Cultivate the relationship from there.
Now, from the standpoint of the various shops, here are some thoughts. It pains me when I read a post from a person I know to be a local that starts out with "My local shop doesn't have anything." Have you been one of those? Well, my reply is usually, "How do you know what we carry? I haven't seen you in the store but once, and that was when we were having a sale." We can't read minds. We also can't stock two of every kit, decal, and aftermarket detail set in the hopes that sooner or later we'll stock something that interests you. Let the folks at the store know what you're waiting for, or seeking. In this day and age, most people working in hobby shops are only vaguely aware of what a model kit is, let alone what there is out in the world. Help them, help you...
Also keep in mind that just because you have a deep interest in the Farleigh Fruitbat Mk.I, you might be the *only* person with such an interest that shops at that particular store. I am of the mind that I can sell one of anything, but when it comes to the truly obscure, my record isn't great. So, if you want that new Tamiagawa Fruitbat kit, tell the guys at the store you want one--they should be able to special order it for you. Don't be upset, though, when they request payment--read what I just said about truly obscure subjects. Merchandise that sits on the shelves represents cash flow that's not flowing. When the merchandise is fairly pedestrian (P-51's, M4 Shermans, Tiger tanks, Corvettes, etc.) the store tolerates it since that inventory does turn over fairly frequently. But that hypothetical Fruitbat kit--which retails for a hypothetical $150 US Dollars, may well sit there for ages if you decide that, yes, the kit is everything you wanted and then some, but you decided to order instead from the online retailer because his price is $15 less than MSRP, well...
I've told you about my time working in the hobby shop in Ft. Lauderdale. Most weekends, we'd have a sort of unofficial club meeting, since most of the gang would stop in on Sunday to see what was new, hang around a bit, and look through the stock of whatnot we kept behind the counter. One friend sticks out in particular, since I can't remember one time when he didn't buy *something*--a bottle of paint, a decal sheet, some glue. If every customer did that, imagine the possibilities...
And, the last item--one not brought up on the other forum--is discounts. If you get a store discount, that's great. But does the face behind the register know that you're a local club member and eligible for said discount? Speak up. Tell them that you're a club member. Don't be an ass and throw a hissy when the clerk doesn't automatically know you and take the discount. See "We can't read minds" above. Also, consider the discount as our gift to you. We don't have to take anything off MSRP. We do this in appreciation for your business.
Some stores (ours included) offers a Rewards card. The catch is--in our store, at least--you can either take the club discount or participate in the Rewards program, but not both. We're trying to help out here, but we're a business and still need to turn a profit...if you do use the Rewards program, once again, you'll need to let the smiling face behind the counter know.
Niche retail is a two-way street. Stop in, say hey. Stay a while, if you can. If you don't see it, ask. Let us know what it is that you're looking for. You might be surprised at what we could do for you.
Thanks for reading. Be good to one another, and I bid you Peace.
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